2. Customer Service Charter

3. Introduction About SIMWEN A simulated work environment that will enable the student to complete 8 of the 10 units in Certificate IV Business Administration. The student will be regarded as an "employee“ where they will be given the opportunity to learn new skills and fine tune your abilities and knowledge. The employee is expected to use relevant technology to complete their work.

4. Vision: To inspire, to learn, to create ideas and to provide a successful pathway to obtaining our employment goals. To learn the necessary tools needed to obtain our goals that we have set for ourselves and to create useful networks that will prove to be important relationships long into the future. Mission: Our mission is to learn from a simulated working environment through teamwork and working individually. To build a strong working environment that produces high performance and results. We aim to identify and solve problems in a professional and timely manner, and find ways to work faster and efficiently and more economically.

6. External Customers Complaints Policy Handling Complaints At SIMWEN we recognise the value of customer feedback and encourage clients to provide suggestions, compliments, concerns, and complaints in a variety of different formats. To process a complaint, employees are expected to: 1. Follow up a complaint with a phone call if a telephone number is provided. Customers will then be informed that the complaint was received, an investigation was to be conducted and letter will be sent within 3 to 4 working days, if the complaint cannot be responded to on that day.

7. External Customers Complaints Policy 2. Conduct an investigation into why the complaint was made. 3. Identify and research potential solutions and outcomes to the problem the customer is expecting and discuss with management.

8. Services Our aim is to provide our customers with the best possible service, ensuring your happiness throughout your time spent with us. When you choose to commit with SIMWEN we promise to: * Respond and assist you to fulfil your needs. * Treat you fairly and professionally at all times * Make the time you require to give any advice * Go out of our way to meet, email or call if you need to contact us * Use the feedback form to improve our services * Provide a caring environment ensuring customers feel welcome

9. Feedback Here at BeeBuzz, we value your opinion. We would like to hear your opinions of us and the services we provide. We would also like to hear from you, any suggestions you may have to better our services. We would also like to hear from you if you have any queries, comments or complaints! Please contact via the contact details below: Write feedback too us … 25 Aberdeen Street NORTHBRIDGE WA 6003 Call customer service centre … (08) 9427 1629 Online services Feedback … http://beebuzz.wikispaces.com/Customer+Feedback+Form Email us … jenny.williams@central.wa.edu.au or rebecca.molloy@central.wa.edu.aujenny.williams@central.wa.edu.aurebecca.molloy@central.wa.edu.au We are sure that your complaints and comments will be dealt with in a professional, collected manner and look forward to hearing from you. Your privacy will always be respected and valued after contacting BeeBuzz. Thank you for your time

10. Responding Promptly If you feel you need to talk to someone here at SIMWEN whether that is by email, phone or post we will always make sure to contact you back as soon as possible. We aim to set high expectations of our students and we guarantee you will have had a response within five working days. We greatly appreciate your feedback and would be glad to provide any assistance. If you have any queries or suggestions please feel free to contact us. At SIMWEN we always try to build up a more personalized relationship with our customers. We want to ensure, that our customers always Feel welcomed Receive a professional service Get greeted friendly with a smile Get served promptly and fair The aim of our representatives is to care for you and provide you with the most professional service in a friendly environment. Greeting Policy

11. Policies and Procedures Deadlines Policies and ProceduresDeadlinesExternalIt is our priority to meet deadlines in order toserve our customers. Deadlines play animportant role within ‘Bee buzz’ as part of thedevelopment of the newsletter and we valueour cliental and in order to gain and serve ourcustomers, we pride our self on organization.

12. Accuracy External As we value all customerswe take the pleasure increating informative andhelpful sources of accurateinformation. It is essentialthat all customers aresatisfied with the level ofaccuracy within thenewsletter to create avaluable and reliable sourceof information.

13. Privacy PrivacyExternalIt is our duty to keep our customersand cliental informationconfidential. This is an essentialelement within our service to assurethat your contact information doesnot come into the wrong hands or ismisused in anyway.To access our privacy statement seewww.BeeBuzz.com/PrivacyStatement.www.BeeBuzz.com/PrivacyStatement

14. Environmental External CustomersWe have implemented an online newsletter toreduce printing and therefore saving paper. Withrespect to the environment, we print with soy inkmade from soybeans which are non-toxic and arenewable resource.Our newsletter is printed onrecycled paper as we understand newsletters willuse a lot of paper.These are just some of ourinitiatives to strive towards a more sustainablefuture..

15. Obligations It is our priority to meet deadlines in order to serve our customers. Deadlines playan important role within ‘Bee buzz’ as part of the development of the newsletterand we value our cliental and in order to gain and serve our customers, we prideour self on organization.Our promise to you To always greet you with a smile To listen to you Treat you with courtesy and consideration Respect differences in culture, religion or sexuality Treat everyone the way you would like to be treated Keep customers up to date with new products and service Deal with complaints in a timely manner Help with special needs and requirements where possible

16. Occupational Health and Safety Safety is our highest priority. Therefore the safety and securityof our customers is essential, so we need take OccupationalHealth and Safety seriously. Occupational Health and Safetyin Australia applies to all industries that employ people towork. Employers are required to provide a safe workenvironment. Employees have a duty of care to followdirections that are given to them by the company they areemployed by. Our companies OHS policies and procedures arein writing to demonstrate exactly what has been explained indepth to our employees. All employees have attendedinformative training sessions about our OHS policies. Report all injuries Report all hazards

17. Contacts Bee BuzzRoom N423, Level 425 Aberdeen StreetNORTHBRIDGE WA 6003Ph: (08) 94271629

19. Internal Customers Complaint Policy 1. Wherever possible, complaints will be resolved locally, informally and with the fewest people possible involved, to protect the reputation of the individuals involved, minimise the possibility of defamation and assist the return to a productive working relationship. 2. Managers have industrial and legal responsibility to take all reasonable steps to identify and attempt to prevent and resolve problems in the workplace. 3. Complainants and respondents may have a support person involved at every stage of the complaints resolution process, but may not have a representative make or pursue a complaint on their behalf.

20. Internal Customers Complaint Policy 4. Where the complainant is not satisfied with the outcome of the complaint, a request for review may be lodged with the management within 20 days of receipt of notification of resolution. 5. Professional Human Resource advice and support is available from HR at all stages of the process.

21. Services It is essential that we treat our customers how we would expect to be treated by others. We must: * Always have a polite manner * Ensure customers are happy and enjoy their time here at SIMWEN with us * Have patience with customers and other employees * Take in feedback, find your development areas and improve * Be willing to assist clients at all times We must always remember we are representing SIMWEN, therefore must present ourselves professionally and efficiently!

22. Feedback BeeBuzz values SIMWEN staff greatly as they guide them through their learning. In turn, we value your opinions and would like to hear any suggestions, queries, questions or comments you have via the contacts below. Email the Human Resource officers, Jenny or Rebecca … jenny.williams@central.wa.edu.au rebecca.molloy@central.wa.edu.au Call … Jenny: (08)9427 1180 Rebecca: (08) 9427 1269

23. Responding Promptly SIMWEN representatives must ensure they treat clients with respect and must be practical, not to take up too much of their time. When customers contact us we will ensure that they get seen to within five working days, whether that is via email or over the phone. Messages left must be responded to, always leave messages with clients if you can’t reach them, to ensure they are aware that we are looking after them. Feedback given to us must be responded to, a thank you template is attached, this can be sent via email or in the post. Greeting Policy Our SIMWEN representatives MUST follow our greeting policy: Phone Never let it ring more than 4 times before picking it up Answer the phone with “SIMWEN Consulting Group, e.g. Alison speaking, how can I help you?” Email Always insert your full name, company name, position, phone number and address underneath your email. Letter Always insert the SIMWEN letterhead. In Person Stand up and welcome the customer with a smile. The appearances of the SIMWEN representatives always need to be professional and well groomed.

24. Policies and Procedures Deadlines Internal It is a general courtesy of all employees to meetdeadlines in order to produce work at a highstandard in which can be received by customersat the expected date Advertisements andarticles must be created prior to deadlines toavoid heavier workloads for group individuals.Deadlines must be met by the expected dateotherwise as a standard procedure the code ofconduct will be enforced. Bee Buzz values ourcustomers.Seekhttp://www.beebuzz.com.au/deadlines.com for more information on deadline within Bee Buzzhttp://www.beebuzz.com.au/deadlines.com

25. Accuracy Internal It is essential to produce workwith a high level of accuracy.Important details must beplaced within the newsletterto avoid miscommunicationand uninformative sources ofinformation that is irrelevantto the topic to be used.Accuracy is a vital practicewithin the development stagesof the newsletter to assureinformation is collectedcorrectly and precise.

26. Quality and Job Responsibilities Quality We value our clients and our target audience and in order to better serveviewers we aim to produce a high standard of work. The quality of workin which we produce has been researched and investigated in greatdetail to assure that the information and articles sourced have thecorrect and accurate, detailed information in which is then received bythe customer. We quality assure everything in which we produce toassure that cliental and viewers are satisfied with ‘Bee Buzz’s’ finalproduct.Seek http://www.beebuzz.com.au/Qualityasurance.com for further information regarding Quality assurance.(Internal only) Job Responsibilities http://www.beebuzz.com.au/Qualityasurance.com Every group member is responsible for their tasks and roles implicatedwithin their job title. In the instance that their roles are not for filled thiswill jeopardise the final products out come and create a higher workload for all members of ‘Bee Buzz’. In the occurrence of this situation thecode of conduct will be revised and a punishment will be implementedas a result if the individual’s responsibilities are not fulfilled.

27. Environmental Internal CustomersAt Bee Buzz we recognise we will impact theenvironment however we try limit this as much aspossible. We have trained our staff in environmentalusage to help contribute to sustainability. Within thistraining we promote activities such as doing the earthhour and walking to work. We strive to become green inall our offices. We make sure all computers are turned toenergy saving mode and only have the lights on whennecessary. To address paper recycling this is undertakenby all offices to recycle and reuse wherever possible. BeeBuzz realise we use a lot of paper due to the nature ofthis company so below is some ways we help contributeto a sustainable future.

28. Obligations which can be received by customers at the expected date Advertisements and articles must be created prior todeadlines to avoid heavier workloads for group individuals. Deadlines must be met by the expected date otherwise as astandard procedure the code of conduct will be enforced. Bee Buzz values our customers.Seek http://www.beebuzz.com.au/deadlines.com for more information on deadline within Bee Buzz http://www.beebuzz.com.au/deadlines.com Understanding the customer’s ideas and requirements Understanding the customer’s needs and expectations Seek feedback from the customers to ensure we improve in the future and meet their requests accurately As part of our commitment to the customer and the service we provide, our expectations from every employee withinthe company is to: Take responsibility of promises made Build and maintain trust with the customer’s by solving problems and providing a high standard of service Communicate clearly and explain decisions whilst being open to suggestions Build constructive relationships and communicate with others to be able to perform at a high standard Be friendly, polite and respectful towards customers and abide by the confidentiality agreement Be punctual and maintain a superior attendance record Do not discriminate against any employee or customer regardless of their race, religion or sexuality Meet all work deadlines Dress appropriately for a workplace environment Have an equal input into all work discussions and help make decisions, when they are required

29. Occupational Health and Safety Safety is our highest priority. The safety and security of our customers isessential, therefore we take Occupational Health and Safety seriously.Occupational Health and Safety in Australia applies to all industries thatemploy people to work. Employers are required to provide a safe workenvironment. Employees have a duty of care to follow directions which are givento them by the company they are employed by. Our companies OHS policiesand procedures are in writing to demonstrate exactly what has been explainedin depth to our employees. All employees have attended informative trainingsessions about our OHS policies. Follow OHS instructions Pay attention to signage Provide a Safe Work Environment Provide required training and Supervision of new employees Provide Personal Protective Equipment as required Report all hazards Report all injuries

30. Contacts Bee BuzzRoom N423, Level 425 Aberdeen StreetNORTHBRIDGE WA 6003Ph: (08) 94271629